Wow. I wish I read these reviews before purchasing. They sent me the wrong unit - a natural gas unit instead of propane. Instead of sending me the correct unit, they instead sent me a conversion kit which I then had to pay the installer extra to install. Tri-State initially agreed to reimburse me for the labor, instead here I am 2 months late arguing with a new customer service rep who says I "should be happy the conversion kit is free"! A kit I only needed to fix the their problem in the first place. They have now reneged on any agreement to reimburse me and are instead gaslighting me telling me there is no propane version of this unit, which is demonstrably false, and that no mistakes on their part were made. read more

Negative stars. Paid over $4,000 for a firplace which I believe was never shipped. Shipper was rude made receipt of item impossible. Ghosted by the company despite emails, calls, emails calls for return of the product. Was provided a Return Authorization for fireplace to be shipped back unused and in original packaging. Have contacted numerous times to state I DO NOT HAVE THE FIREPLACE TO RETURN. SHIPPER HAS NEVER DELIVERED THE ITEM. THIS COMPANY IS A SCAM!!!! read more

The didnt ship all the parts to the fireplace we ordered and haven't responded to emails, voicemails, or phone calls for the last 5 months. Cant get a refund, can't get the parts, can't talk to a person. comminication is so bad when we need customer service it seems almost deliberate read more

I purchased a gas fireplace and some accessories for my new home which is under construction. The fireplace is very nice, and it fits my space well. One of the accessories that I got was the liner kit for the fireplace. With the liner kit, the fireplace looks more like an authentic masonry one. I also got a blower so that the fireplace can be used as a source of heat that circulated throughout the room. As the finishing touch, I got a set of doors that are attractive and functional. They provide protection from the glass front, which gets hot during use. My interaction with customer service has been excellent. I am very pleased with my experience with Tri State! read more

Didn't ship 2 items of 5 now ghosting me. Dispute initiated. No answers to repeated calls and emails.

My unit was delivered within 5 business days of ordering just as promised. Nicole was very quick to respond to emails. Response was sometimes immediate, always within 12-24 hours. My $100 thermostat was backordered. She shipped me the $400 in-stock one at no additional charge to get me one quicker. Great value and great to do business with. I highly recommend. read more

From the start to delivery, Nicole was extremely knowledgeable and helpful. Even helped me out 6 months after purchase, when I began using the stove and had questions. Highly recommen!! read more

DO NOT PURCHASE. Place is a total SCAM Despite being promised missing parts, they do not respond. They took my money and never sent the parts. Buy from anyone else this place is a front. Reported to BBB. Pending litigation read more

TriState Fireplace has been amazing to deal with. Nicole has been extremely knowledgeable and helpful. She made the whole experience easy. In addition, when we needed things after receiving our fireplace - they have been 100% a dream to work with. Any fireplace we purchase will be through them. read more

We bought a fireplace for our new home construction and it arrived with a damaged screen and hearth insert. Since our builder didn't open the heavy package right away, we were told we'd have to pay for replacements. When we paid another $500 for replacement parts, the bottom louver was missing from the screen. We have called, emailed, sent photos, and begged the company to send the missing part. We have asked for the name of the business owner/manager but the customer service rep refused to share this. I'm hoping that the owner will contact us soon and replace the missing part. So far, we have an ugly, unfinished fireplace in our beatiful new home. read more

Tri State Fireplaces - Missing louver at the bottom of the fireplace. - Fireplace Services Near Me

I purchased a Monessen fireplace from Tri-State Fireplaces and the experience has been extremely disappointing. After installation, the unit began failing almost immediately.I reached out to Tri-State Fireplaces expecting basic support, but the communication has been slow, unhelpful, and dismissive read more

1) They sent a stove that was damaged beyond repair. The communication regarding replacement stove was not forthcoming. I had to call and email multiple times for information about the delivery of a new stove. 2) The replacement stove was also damaged (broken logs and scratches in the finish). Customer service ignored my emails and phone calls for a month until I threatened to have my credit card company reimburse me for the entire cost of the stove. 3) I requested paint to repair the scratch. They said they shipped it but it never arrived and they didn't provide tracking. They ignored my calls and emails. Do not buy from this miserable company. Terrible product and terrible service. read more

Terrible customer service. Have been hung up on several times. I have not been called or emailed back. I have been given the run around for a month now over a damaged part. read more

Buyers beware!!! do not order from this company! We wish someone would've warned us! We ordered a brand new fireplace insert and had it professionally installed in our home. We found out our blower, which is the main unit that blows warm air into your home was not working and contacted them immediately. They told us we needed it to do three startup burns. After doing so and paying to have this unit professionally installed and finding out they sent us a defective unit. They will do nothing about it!!! We have had to go through entire cold winter in Colorado with no working unit. All it does is burn wood, but does not blow any warm air into our home. We even went as far as speaking with the owner, who was almost impossible to get on the phone. She was rude and unprofessional. That was back in December. We've been told every excuse from their backorder to now they're using the excuse of tariffs. We even went as far as contacting our bank and now they miraculously want to send out a blower after telling us days ago that we would have to wait. Waiting 3+ months is absolutely insanity! Once we called our bank and filed a claim now they miraculously want to send out a part. We did not purchase a deffective unit we purchased brand new and we are requesting a refund or an exchange for exactly what we paid for not something that has to have parts replaced and especially not three months later. If you listen to any advice... Go to another reputable company do not order from these crooks!!!!! read more

DO NOT DO BUSINESS WITH TRI STATE FIREPLACES! Order fireplace during 4th of July sale and site said "discount would be applied at checkout". Put everything in cart showing full price, clicked on checkout and price went down (figure it was discontinued price). Got an email stating there system messed up and they can't honor the price I paid ($1300). After calling multiple days to speak to someone finally spoke to a lady (not helpful or customer oriented) she informed me all she would do is refund my money. I passed multiple other companies 4th of July sale to go with Tri State, I guess I should have read the reviews at 1.7 stars before purchasing from them. Lesson learned READ THE REVIEWS!!! read more

This company lied and told me I would receive my fireplace within 5-7 days but could not provide me with the carrier and tracking information. After 11 days of no response to calls and emails, they finally told me my fair place had been shipped. Contacted the carrier who sent my fireplace to another carrier because they did not deliver to my area, Still no repsose from Tri State Fire place. They cost me more than the cost of the fireplace. Poor customer service. read more

BUYER BEWARE!!!! SCAM COMPANY!! If I had the option to give no stars I would!! DO NOT DO IT! BUY SOMEWHERE ELSE! there Is no money saved in the world that I would go through the stress of purchasing from this company again. I have never ever had such bad customer service, RUDE RUDE RUDE! No apology after the hell they put me through. They had a sale online For Black Friday. I paid for my unit and all the supplies. Several days later I got an email stating that the cost of supplies was not included in the price and it would be an additional 1800.00!!! I lost out on other potential sales for black friday because I chose them. I went back and built my cart again adding all the items needed, hit add to cart, it lists all the items with the total. THEY NEVER FIXED what they claimed was an online web browser issue as its still the same price today. Then since they wouldn't honor the price they told me they would refund me. They sent me a notice that they refunded over 8k and it still has not been refunded!! These people are scum! If you decide to purchase watch for the bait and switch, because it's coming!! read more

They have great sales, but their communication is awful! I purchased a fireplace from them, received the unit. Delivery seemed ok, no damage from what you could see. However, when I opened the package, there was concealed damage. I notified tristate immediately.... crickets. I am still waiting while continuously trying to contact them. I would highly recommend paying a little more from a different distributor. I instead now have a huge eye soar in the middle of my family room while I leave it exactly where I opened it as per there instructions while I try to get the parts I need. Seriously not worth the $500 I saved buying from them! read more

This company is a scam. DO NOT PURCHASE ANYTHING FROM THEM!!! I had ordered a gas insert from them and the representative assured me that the unit was in stock and would be delivered in three days. 7 days goes by and I still have no correspondence from either tri-state or the delivery company. Sent an email inquiring about the status and was told they would find out asap and get back to me. Another 10 days elapses and still no communication or answers. Sent one final email and never heard back. I called Amex and had my payment retracted from these crooks. I may contact consumer affairs as they should shut this place down from doing any business. read more

I am a business in Florida and I have ordered (2) Luxoria 74 with the Dynamic Heat Control System priced at $15,449.00 each. I will say it was very easy to place the order.....and this is where the "easy" stops! This company has great products but their customer service and communication is truly aweful. They will not answer the phone 99% of the time. I wanted to say "never" but on occasion in the past I have had a call answered. We were continuously told a shipping date and then that day would come and go with no communication. Then once we finally were able to reach someone, we would be given a new date for the same thing to happen again. Now that the fireplace is installed there is a side arm bracket that is missing the stop bar. This is a warranty part and can not be purchased on its own. I call Nicole at Tri State Fireplaces everyday for the past 3 weeks with no answer or returned phone call. I have sent them messages with no response. I have called Napoleon to get directly from them and unfortunately they do not sell parts directly and I was told to go through my supply house. Tri State is my supply house for Napoleon...but they are unreachable. I decided to write a review after all my failed attempts to speak with anyone at Tri State Fireplaces. I have not written a review before now because I was hoping that the issues I had were situational. I was giving them the benefit of the doubt and did not to be quick to say something negative and tarnish their reputation. I was hoping future transactions would be different, but I was wrong. I order materials and equipment from many companies and I have never dealt with so much frustration and feelings of hopelessness trying to get something ordered. I do not understand how some companies do not feel the responsibility to provide good customer service! Repeat business and loyal customers must not be important to Tri State Fireplaces. HRI AC and Gas Services Honesty, Reliability and Integrity read more

I cannot thank these guys enough. Had a huge headache with two other companies was told 4weeks and 6 weeks received nothing was beyond frustrating. Tri state got my fire place to me in just under two weeks with no BS. They saved the day and the project I finally will have some heat. read more

Do not buy from Tri State. Despite having a Monroe address they do not have a brick and mortar presence. We bought from them and were given names of local installers and repair resources. None of these will service a unit they did not sell in their store. We are now stuck with a stove for which we can't find an authorized installer or anyone who will service the stove. Do not ever buy a large complicated item from an online store without a guarantee that they will service at your location. Repeat calls are unanswered or I hear they can't help me. Repeat--do not buy from TriState. read more

Stay away from this fake company. They did not ship my order and canceled it. However, they confirmed that they have the item in stock. My project was delayed because of this issue. They can lie to you about the status of the order. read more